Gartner Research

Scalable Approach to Closing the Loop on Customer Surveys (SAP Concur)

Published: 30 January 2019

ID: G00705810

Analyst(s): Customer Experience Research Team

Summary

Due to resource constraints, CX leaders often struggle to close the loop with customers after surveys. To scale still-personalized responses, SAP Concur uses customer verbatim to develop issue-specific, forward-looking content that it incorporates into mass-customized, post-survey letters.

Table Of Contents

Overview

Solution Highlights

Challenge

Solution Overview

1. Engineered Personal Communication

2. Relevant Content Library

Results

Recommendations

About This Research

Recommended by the Authors

Presentation Deck

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